Separate helpdesk websites?

[arcuser]

We are gradually adding more features from Lansweeper into our workflow, and we are really liking it. I just finished setting up our helpdesk today. We hope to go live with it soon.

Our old software (that we hate) is also being used by our HR department. I'd like to get away from that software, but HR would like to have separate website for their help desk ticket submission, like they do now. Is that possible?

[znabi]

Is there any updates on this topic? Every thread I've seen ends without any reply from Lansweeper. I've managed to setup two separate emails with a dispatching rule to assign tickets sent to a certain email to a different team. However, I can not get outgoing emails to work correctly! Please, if anyone from Lansweeper can reach out and help with this, that would be much appreciated.

[drobertson]

Hopefully you don't mind every single agent seeing all of your assets!!!!... Lansweeper lacks some serious helpdesk features.... read receipts and agent permissions are a HUGE issue... especially if you operate in an enviroment with a high focus on network security.

[aamato]

Don wrote:
Hopefully you don't mind every single agent seeing all of your assets!!!!... Lansweeper lacks some serious helpdesk features.... read receipts and agent permissions are a HUGE issue... especially if you operate in an enviroment with a high focus on network security.

That is easily handled with using modified User Roles. We combined our IT and Facilities ticket systems and the Facilities team while still having access Agent access for their tickets, do not have access to Assets in any way (atleast until Lansweeper allows for select Asset Groups to be viewable by select User Groups).

[FrankSc]

Hi,

You can indeed set up multiple helpdesk email accounts and send to these email addresses to generate tickets. Note replies will be sent by the email address that was used for the incoming mail.
Additionally, you can also set up dispatching rules to dispatch the tickets based on the incoming mail address.

[JCochran]

FrankSc wrote:
Hi,

You can indeed set up multiple helpdesk email accounts and send to these email addresses to generate tickets. Note replies will be sent by the email address that was used for the incoming mail.
Additionally, you can also set up dispatching rules to dispatch the tickets based on the incoming mail address.

Would you happen to know how to set this up or have an article to follow to set this up? I'm assuming you just add the email address like you do for the helpdesk?

Thank you for any help with this.

[FrankSc]

Hi,
You can have different teams and link them to respective ticket types. In this way, agents will only have access to teams they are part of. Having different websites is unfortunately not possible at the moment.

[JCochran]

FrankSc wrote:
Hi,
You can have different teams and link them to respective ticket types. In this way, agents will only have access to teams they are part of. Having different websites is unfortunately not possible at the moment.

Is it possible to have the different departments have there own incoming and outgoing emails?

For example all emails coming into say facilities (facilities@XYZ.org) and have the auto reply, any updates or replies to the tickets go to and from this email address.

Then have another email setup for say helpdesk (helpdesk@XYZ.org) and have the auto reply, and any updates or replies to the tickets go to and from this email address?

We have multiple emails we would like to use the helpdesk for and this would help so much for our end users not getting confused.

Thank you for any help with this.